IUSB 2007 IT User Survey Summary

prepared by

Center for Statistical and Mathematical Computing
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METHODOLOGY

The IT User Survey is administered by the IU Center for Survey Research. Surveys were sent to 1,100 randomly selected people at Indiana University Sout Bend (175 faculty, 175 staff, and 750 students). The questions on the survey are primarily Likert opinion scales (1-5 rating scales with 5 always being the most favorable rating). For questions asking opinions of services, the results shown include in order: the average opinion score (labeled "Average"), the percentage of people who were satisfied with the service (graded it as a 3 or better, labeled "Satisfaction"), and the percentage of people who use the service (which we have taken to be the percentage of people who expressed an opinion about it, labeled "Usage").

Unless indicated otherwise, the results shown are weighted to estimate the average response of the entire IUSB community. Some services, however, are used only by certain subpopulations, so results are shown for the appropriate subpopulations. Subpopulations are indicated by F for faculty, Staff for staff, S for students. In some cases, the scores are for groups of subpopulations, indicated for example by [F&S] for services used by Faculty and Students. Results are shown separately for multiple subpopulations where appropriate. For the average opinion and the satisfaction percentage scores, confidence intervals are also provided. The confidence intervals indicate the sampling error for each estimate at the 95% confidence level (i.e. each mean and satisfaction score falls within the range indicated by the estimated value, plus or minus the interval score).


GENERAL USER SUPPORT SERVICES

1. Information Technologies (IT) provides a wide range of assistance for computer users. If you have received help from any of the following sources in the past year, please indicate your satisfaction by selecting the appropriate response. [All]

  Average Satisfaction Usage
IT HelpDesk staff (DW 1245) - knowledge and ability [All] 4.16 ± .10 90.9 ± 2.9% 71.7%
IT HelpDesk staff (DW 1245) - courtesy & helpfulness [All] 4.22 ± .09 93.1 ± 2.5% 72.5%
IT HelpDesk staff - responsiveness [All]
4.21 ± .10 91.2 ± 2.8% 73.5%

Database programming and support [All]

4.06 ± .13 92.0 ± 3.7% 48.0%

IT Web pages [All]

3.98 ± .11 92.0 ± 3.1% 68.5%
Availability of information concerning IT computers and services [All] 3.94 ± .10 90.4 ± 3.0% 74.8%
STARTUP classes in computing labs [F,S]
3.98 ± .19 92.0 ± 5.7% 36.6%
Technology training classes provided through Extended Learning Services [F,Staff] 4.23 ± .18 95.4 ± 4.8% 37.0%
UCET Technology training classes [F] 3.81 ± .27 90.6 ± 8.9% 51.0%
IU Knowledge Base [All] 4.06 ± .11 93.5 ± 3.0% 59.3%
IUware Online [All] 4.30 ± .10 95.0 ± 2.5% 66.6%

2. Overall, how satisfied are you with the general IT user support services available at IU South Bend? [All]

Average Satisfaction Usage
4.14 ± .07 95.7 ± 1.9% 90.4%

STUDENT COMPUTING LABS

3. IT maintains a number of student computing labs designated specifically for student use and instruction. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Student Computing Labs hardware [All] 4.26 ± .10 96.8 ± 2.1% 92.5%
Student Computing Labs software [All] 4.19 ± .10 95.6 ± 2.4% 92.9%
Availability of Student Computing Labs [All] 3.49 ± .13 76.5 ± 4.6% 94.9%
Knowledge and ability of Student Computing Labs consultants [All] 3.71 ± .13 88.0 ± 4.1% 80.4%
Courtesy and helpfulness of Student Computing Labs consultants [All] 3.87 ± .12 89.3 ± 3.8% 82.1%

4. Net Express workstations are located in hallways and lobbies on campus. Please indicate your satisfaction by selecting the appropriate response. [All]

Average Satisfaction Usage
4.26 ± .10 96.1 ± 2.3% 86.1%

5. If you have used one of our mobile laptop PC units in the classroom, please indicate your satisfaction by selecting the appropriate response. [All]

Average Satisfaction Usage
4.09 ± .23 91.8 ± 6.3% 21.6%

6. Overall, how satisfied are you with IT instructional and student computing labs available at IU South Bend? [All]

Average Satisfaction Usage
4.00 ± .09 96.0 ± 2.2% 93.9%

CLASSROOM TECHNOLOGY SERVICES

7. IT provides permanently installed classroom technology equipment and support for all generally-scheduled classrooms. If you use these facilities and services, please indicate your satisfaction by selecting the appropriate response. [F]

  Average Satisfaction Usage
Classroom tech staff knowledge and ability 4.22 ± .20 96.2 ± 4.9% 74.3%
Classroom tech staff courtesy and helpfulness 4.34 ± .19 97.4 ± 4.2% 73.3%
Classroom tech staff - responsiveness 4.14 ± .25 89.6 ± 7.5% 73.3%
Classroom technology equipment 4.06 ± .20 91.7 ± 6.0% 91.4%

8. Overall, how satisfied are you with classroom technology services? [ALL]

Average Satisfaction Usage
4.11 ± .08 96.8 ± 1.9% 92.5%

9. Although IT is not directly responsible for the classroom facilities, overall, how satisfied are you with the physical characteristics of the generally-scheduled classrooms (e.g., lighting, acoustics, cleanliness, temperature, and projector screens)? [F, S]

Average Satisfaction Usage
3.74 ± .10 90.6 ± 3.2% 99.1%

WEB SERVICES

10. IT supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response. [All]

  Average Satisfaction Usage
The IU South Bend homepage (www.iusb.edu) 4.24 ± .07 97.9 ± 1.4% 98.3%
Ease of navigation on IU South Bend Web site 4.00 ± .09 91.4 ± 2.6% 98.3%
Personal Web home pages (mypage.iusb.edu) 3.91 ± .14 92.4 ± 3.9% 49.8%

11. Overall, how satisfied are you with Web services? [All]

Average Satisfaction Usage
4.08 ± .07 97.5 ± 1.5% 97.4%

DATA / TELECOM SERVICES

12. IT provides campus networking, data activations, telephone service and phone repair. If you use such facilities and services, please indicate your satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 4.26 ± .12 96.7 ± 2.9% 76.8%
Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,Staff] 4.10 ± .14 92.9 ± 3.9% 81.2%
Wireless network availability [All] 3.89 ± .15 88.4 ± 4.6% 41.5%
Wireless network reliability [All] 3.78 ± .16 85.1 ± 5.2% 40.6%
Campus Switchboard (520-4872 or 0) [All] 3.98 ± .13 91.9 ± 3.5% 38.1%
Telephone support staff knowledge and ability [F,Staff] 4.21 ± .13 93.9 ± 3.8% 72.5%
Telephone support staff courtesy and helpfulness [F,Staff] 4.26 ± .13 95.1 ± 3.4% 72.6%
Telephone support staff responsiveness [F, Staff] 4.15 ± .14 94.2 ± 3.7% 72.0%
Telephone equipment (e.g., telephone sets) [F,Staff] 3.84 ± .14 89.6 ± 4.4% 85.6%
Printed telephone directories [F,Staff] 4.23 ± .11 96.6 ± 2.5% 94.4%
Monthly invoice format [F,Staff] 4.01 ± .22 91.1 ± 6.8% 32.8%
Campus office voice mail services (520-4848) [F,Staff] 4.08 ± .13 93.1 ± 3.6% 90.4%

13. Overall, how satisfied are you with data and telecommunication services? [All]

Average Satisfaction Usage
3.88 ± .09 93.6 ± 2.5% 66.3%

GENERAL ASSESSMENT

14. How helpful has the information technology environment at IU South Bend been in your teaching activities? [F]

Average Satisfaction Usage
4.18 ± .17 94.9 ± 4.8% 94.3%

15. How helpful has the information technology environment at IU South Bend been in your research activities? [S,F]

Average Satisfaction Usage
4.14 ± .10 95.2 ± 2.6% 92.0%

16. How helpful has the information technology environment at IU South Bend been in your learning experience? [S]

Average Satisfaction Usage
4.17 ± .10 96.9 ± 2.5% 96.1%

17. Overall, how satisfied are you with information technology services (including Help Desk, classroom technology, student labs, database support, office computers, Web-based information, network and telephone systems) offered by IU South Bend IT during the past year? [All]

Average Satisfaction Usage
4.04 ± .07 96.1 ± 1.8% 97.9%

UNIVERSITY INFORMATION TECHNOLOGY SERVICES

Many services are provided through University Information Technology Services (UITS) in Bloomington and Indianapolis for all IU campuses, including e-mail, Oncourse and administrative information systems.

Electronic Mail

18. IT supports a variety of electronic mail systems to send messages (e-mail) to others at IU and worldwide. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Microsoft Exchange/Outlook [F,Staff] 4.20 ± .12 94.6 ± 3.2% 93.8%
WebMail/Cyrus [S] 3.88 ± .14 91.1 ± 4.3% 82.0%
Outlook Web Access [F,Staff] 3.99 ± .15 91.8 ± 4.2% 81.5%

19. Which e-mail system do you use most often?

Students Staff Faculty
Microsoft Exchange/Outlook [F,Staff] N/A 82.2% 77.5%
Outlook Web Access [F,Staff] N/A 17.8% 15.7%
WebMail/Cyrus [S] 63.4% N/A N/A
Other, please specify: [All] 36.6% 0% 6.9%

20. If IU e-mail is not your primary account, have you set it to automatically forward to your primary e-mail account? [All]

Yes:

47.3%

21. How often do you check your IU e-mail? [All]

% Several times a days % Once a day % Several times a week % Once a week % Less than once a week
Students 34.8% 25.3% 20.2% 8.2% 11.6%
Staff 96.3% 1.5% 2.2% 0% 0%
Faculty 94.2% 4.8% 1.0% 0% 0%

22. IT at IU provides an anti-spam service to quarantine potential spam e-mail. Indicate your overall satisfaction by selecting the appropriate response. [All]

Average Satisfaction Usage
4.16 ± .09 95.5 ± 2.0% 80.8%

23. Overall, how satisfied are you with the e-mail services provided by IU? [All]

Average Satisfaction Usage
4.06 ± .09 93.1 ± 2.4% 94.2%

ONCOURSE

24. Oncourse, a tool for creating and maintaining Web-based teaching and learning resources, is available to faculty and students at Indiana University. Respond to the following in reference to your experience with Oncourse. [F,S]

a. From where do you connect to Oncourse?

Campus Home Both locations Do not use
Students 5.6% 10.3% 82.4% 1.7%
Faculty 21.9% 1.9% 63.8% 12.4%

b. Indicate your level of satisfaction with Oncourse at IU:

Average Satisfaction Usage
3.80 ± .12 85.6 ± 3.9% 97.7%

RESEARCH AND ACADEMIC COMPUTING

25. Overall, how satisfied are you with the IU IT research computing services available centrally? [S,F]

Average Satisfaction Usage
4.08 ± .10 97.1 ± 2.3% 80.4%

UNIVERSITY INFORMATION SERVICES

26. IT Computing Services helps to support a number of information systems in support of administrative services on campus. If you use such facilities and services, please indicate your overall satisfaction by selecting the appropriate response.

  Average Satisfaction Usage
Student Information Systems: General functionality (Admissions, Advising, Bursar, Records, Financial Aid) [All] 3.98 ± .10 93.9 ± 2.6% 95.6%
Student Information Systems: Academic Advising Services [All] 3.69 ± .13 86.1 ± 4.2% 76.7%
Student Information Systems: Register for Classes[S] 4.14 ± .11 95.5 ± 2.9% 98.2%
Student Information Systems: Bursar Services [S] 3.97 ± .13 91.9 ± 3.8% 97.4%
Student Information Systems: Financial Aid Services [S] 3.91 ± .13 94.1 ± 3.6% 81.9%
Student Information Systems: Faculty Services (rosters, grades) [F] 3.78 ± .23 87.4 ± 7.6% 86.1%
Human Resources Management System (HRMS): E-Doc Services [Staff] 3.66 ± .26 85.7 ± 8.9% 53.0%
Human Resources Management System (HRMS): TIME-IU time keeping system [F,Staff] 3.81 ± .26 88.9 ± 8.6% 27.3%
Financial Information System (FIS) [F,Staff] 3.61 ± .23 82.9 ± 7.5% 46.4%
IU Information Environment including Financial Data Retrieval System [F,Staff] 3.60 ± .21 84.8 ± 7.2% 45.6%
Library online catalog (INDYCAT/IUCAT) [All] 4.02 ± .09 94.6 ± 2.5% 88.5%
OneStart Portal: Navigation/Usability [All] 4.08 ± .09 95.3 ± 2.1% 90.9%
OneStart Portal: OneStart Calendar / Classifieds [S] 3.90 ± .15 90.7 ± 4.6% 76.1%

27. Overall, how satisfied are you with student support systems made available by University Information Services at IU? (e.g., online schedule of classes, financial aid, registration, add/drop, IUCAT, etc.) [S, F]

Average Satisfaction Usage
4.08 ± .10 95.8 ± 2.4% 98.5%

28. Overall, how satisfied are you with the administrative support systems available at IU? [F,Staff]

Average Satisfaction Usage
3.73 ± .14 87.0 ± 4.9% 82.1%

ABOUT YOU

30. How would you rate your computer expertise? [All]

Average Expertise (1=novice, 5=expert): 3.55 ± .07

31. Do you have a computer (laptop or desktop) at your residence? [All]

Yes:

97.2%

a. What type of computer is it?

  Percentage checked Responses
1. PC running Windows XP or Vista 81.4% 372
2. PC running older versions of Windows 5.6% 39
3. Apple Mac OS 5.3% 46
4. LINUX 2.5% 11
5. Other (Please specify) 3.7% 15

b. If you access IU South Bend IT computing resources from home, please indicate the service you use. Please mark all that apply.

  Percentage checked Responses
1. Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity 39.1% 182
2. Cable Modem Service from local cable television service provider that offers high-speed connectivity 27.5% 128
3. Commercial Internet Service Provider for lower speed service, 56kb/s and below 13.5% 48
4. Other (Please specify) 3.4% 23

c. If you bring a laptop to campus, do you:

  Percentage checked Responses
Use it in the classroom? 63.3% 270
Use the campus wireless network? 64.1% 276

32. Please respond to the following items to give us a better understanding of you as a student at IU South Bend. [S]

a. How many classes do you take in a typical semester?

1 or 2 3 or 4 More than 4
Students 10.6% 55.1% 34.4%

b. Would you describe yourself as a:

Traditional student (entered college immediately after high school; 24 years or under) Non-traditional student (many years between high school and college; 25 years or older when starting college)
Students 62.1% 37.9%

c. While a student, do you:

Work full-time Work part-time Have no paid employment
Students 25.2% 53.5% 21.2%

d. Are you a:

Male Female
Students 33.0% 67.0%

33. How long have you been using computers? [All]

Less than one year 1-4 years 5-9 years 10-19 years 20 years or more
Students 0% 4.8% 28.2% 55.1% 11.9%
Staff 0% 0% 4.5% 52.2% 43.3%
Faculty 0% 1.9% 4.9% 51.5% 41.7%